Field Support Representative - Finland

As a Field Support Representative (FSR) in West Finland you will work closely with Field Sales Professionals and Customer Support to develop strategies to maintain and grow your Customer Accounts through education and other customer centric activities.  You will install, onboard and train the staff in the clinic to use IDEXX products and services on the best way, while also identifying additional customer needs and presenting solutions to help. You will assist with critical customer need visits, providing onsite technical support when things are not going according to plan. As an FSR you will be expected to visit customers in the field every day; occasionally adjusting your schedule as needed to attend customer events and to accommodate industry events/tradeshows.

The Field Support Representative positions are field based, and you will work and travel from a home office.  You will utilize a wide array of programs to plan and strategize your customer visits, enabling you to serve as a true IDEXX Ambassador, and to be viewed by your customers as a trusted advisor.  No two days are the same, and you will be accountable for managing your schedule and travel based on the unique needs of your customers, while also keeping a focus on your own professional development and growth.

Why this role matters:

From this role you will be a key contributor in ensuring that the companion animal veterinary professionals get to know and fully leverage the advantages of IDEXX technology, which will allow them to deliver crucial diagnostics for their patients. The IDEXX Companion Animal Group (CAG), provides diagnostic capabilities that meet veterinarians’ diverse needs through a variety of modalities, including in-clinic diagnostic solutions and outside reference laboratory services.

In this role:

• You will provide on-site customer support in relation to company products or service installation, training and/or troubleshooting according to established policies and procedures and applicable regulatory guidelines.
• You will install equipment at customer locations; assemble components and test operations; adjust equipment as needed, coordinating with in-house resources and others.
• You will train customers in the use of company products, equipment and services. You will provide training in a variety of formats, as well as documentation and other materials. Ensure customer satisfaction with the use and capability of products and services.
• You will troubleshoot customer problems and issues with company products and services. Diagnose and fix problems with assistance of in-house technical resources and others as needed. Plan and implement strategies for addressing more complex issues as needed.
• You will provide support for new customer installations and go-live events, responding to any issues that arise and coordinating resolution to ensure smooth customer experience.
• You will communicate customer needs for additional products and services to sales team, research & development and others. Coordinate other teams and additional resources to address customer issues as needed. Ensure ongoing customer satisfaction.
• You will research customers prior to site visits to obtain information and insight to anticipate issues and enhance the overall customer experience.
• You will detail benefits of additional company products and services as appropriate.
• You will document customer visits and interactions.
• You will support quality management system and other compliance requirements.

Travelling/ Physical demands

• Weekend hours and weekday overtime may be required.
• Extensive overnight travel may be required, up to 75%. Ability to travel and work internationally.
• Valid Driver’s License required
• Regularly required to stand and sit for extended periods
• Specific vision abilities required include close vision, color vision, depth perception, and the ability to adjust focus.
• Ability to communicate verbally on phone and in person.
• May be required to lift, move and carry up to 60 pounds.

What you need to succeed: 

• To be able to build relationships with all personalities.   
• To possess a minimum of three (3) years veterinary clinic experience with a training and/or practice management background strongly preferred.    
• To be able to effectively communicate and collaborate with customers, management, and peers.  
• To build strong customer and peer partnerships that allow you to gain confidence and trust from others easily.   
• To the able to plan and prioritize work in a dynamic environment and make quality, timely decisions.   
• To have effective listening skills, which are utilized to discover customer needs to adapt your approach and demeanor to different situations.  Presenting a professional brand for yourself and IDEXX at all times.
• To be comfortable learning and using technology such as computers, tablets and Smartphones.  Computer networking experience is preferred.
• Fluency in Finnish and English.

What you can expect from us:

• A competitive compensation and opportunity for annual bonus.
• Pension plan contribution paid by IDEXX.
• Medical Insurance.
• On the job training & career advancement opportunities.
• Additional benefits include but are not limited to volunteer paid days off, ThanXX recognition program and others.

Why IDEXX:

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve since 1983, our team members help pet owners worldwide keep their companion animals healthy and happy, ensure safe drinking water for billions, and help farmers protect livestock and poultry from disease.

We have customers in over 175 countries and a collaborative global workforce. Our culture embraces challenges and encourages learning and discovery. At IDEXX, you’ll be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

If meaningful work and a sense of purpose are at the top of your list, you’ll find it here. Let’s pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

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